Customer Service Representative

Full Potential Solutions

Davao City
Permanent
Part-time

1 month ago

Job Description:OverviewFull Potential Solutions (FPS) is a new performance based outsourcing firm headquartered in Boston, MA with operations in Kansas City, MO; Metro Manila & Davao, Philippines and Chennai, India that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees.We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, you drive great results. Our mission is to create an environment where our people THRIVE!Our Core Values:

Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!At FPS, we put our people first, because your success is our success. Our mission is simple: create a culture in which our employees thrive, because we believe that happy, motivated teams achieve groundbreaking results.
ResponsibilitiesAs a Customer Care Specialist you will provide front-line support to queries from inbound existing and potential customers. This includes phone, email, chat, and tier 1 technical support. Specialists embody the core values of the organization in all interactions with customers and consistently go above and beyond. This position acts as a liaison to customers, providing product/service information and resolving any emerging problems customers might face with accuracy and efficiency. Specialists are the face of the company and are expected to present the organization in the best light possible. Duties and responsibilities include but not limited to:

Provide resolutions to queries received from customers via call, chat or email.
Ensure customers are satisfied with the product or service.
Follow-up with customers in a timely manner, when a service resolution requires investigation.
Educate the customer to assist with self-service solutions and to mitigate future product questions.
Utilize resources to provide first contact resolution for all contacts.
Determine when a query requires escalation after available resources have been exhausted.
Provide basic troubleshooting assistance with common internet browsers.
Maintain a professional demeanor with all customer interactions.
Maintain performance metrics expectations and strive for continuous learning to achieve desired goals.
Monitor issues and trends and escalate to management as needed.
Perform additional duties where needed.

QualificationsSoft Skills

Excellent written, verbal communication skills, and typing ability.
Mastery of the English language.
Excellent active listening skills with a positive attitude, energy, and demeanor.
Ability to communicate directly with others.
Great at multitasking, using multiple software programs to service and find a solution.
Excellent organizational skills and attention to detail.
Keen problem solver that is willing to think on their feet and learn quickly.
Reliable individual that can always be counted on to give their best work and follow tasks through to completion.
Self-starter comfortable taking initiative and finding answers to customer questions.
Understand common internet browsers such as Chrome, Safari, Edge, and Internet Explorer and basic internet concepts including browser navigation, how to download files, incognito/private mode, and URLs.
Flexibility with work schedule preferred.
Desire to have fun while working.
Growth mindset and change.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.
Prolonged periods of being on the phone/wearing a headset.

Performance Expectations:

Consistently meet metrics for responding to customers in a positive, thorough, timely manner, according to quality scoring standards.
Consistently meet metrics for interaction handling (i.e., interactions per hour, handle time, ACW, etc.).
Work all scheduled shifts and communicate in a timely manner when absences are necessary.

Technical Skills & ISP Requirements

Typing speed of at least 35 WPM.
Superior web navigation and computer skills.
Experience with Microsoft Office Suite preferred.
Four wheel driving experience and being a car enthusiast is an advantage.

Must have a strong and stable internet connection at home.
With at least 25 mbps postpaid subscription and proof of internet billing; actual speed of at least 20 mbps download and not less than 10 mbps upload.

Experience, Education, Age

Must have 1-2 years of Call Center experience in BPO.
Customer Service Experience in Chat, Email, Voice or Omni Channel programs is required.
Driver or Workplace Safety Education experience is also an advantage.
At least 2 years in College, any course or Senior High School graduate or its equivalent.
Legal age of employment; at least 18 years old.

Full Potential Solutions

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